Service Delivery Manager

The Service Delivery Manager has primary responsibility for providing senior client management support, incorporating service delivery oversight with key named client(s) on a day to day basis. The Service Delivery Manager promotes a service of excellence by ensuring client expectations on key performance indicator reporting, meeting actions and availability are met.

The Service Delivery Manager works closely with the Head of Production Support, Client Director and OperationsTeam Managers, with direct access to the Service Support analysts. This role has ultimate responsibility for ensuring SLA and KPI’s are met and reporting all client issues, problems and feedback to the FNZ internal management.

The role has the following key areas of responsibility:

- SLA and KPI Compliance: Ensure FNZ’s adherence to the agreed SLA’s and KPI’s
- Client Governance: Chair for client KPI reporting and attendance at all key FNZ and client forums.
- Platform Incident & Problem Management - Oversight and control of Incident and Problem Management.
- Gateway Management: Ensuring appropriate internal and client communication channels across service teams and provide reporting to internal stakeholders
- Main Escalation Point: A clear and accessible path via all communication channels.
- Operational Knowledge: A good understanding of operational process, including but not limited to Corporate Actions, Instrument pricing, Trading & Settlements, Cash and reconciliations.
- Commercial Oversight: Understanding of FNZs commercial structure with the client and milestones.
- Expectation Management: Setting realistic expectations with clients
- Secondary cover for other Service Delivery Managers
- Client Relationship Management: Being the vocal point for clients and keeping the longer terms of goals to make sure FNZ is in the right position in a bigger picture
- Team Collaboration: Working closing with Production Support, Operations, and the Delivery team to manage day to day incidents and to push monthly milestones to be met.
- More than 5yrs experience in a similar Service Delivery role within financial technology, investment operations, asset management, transfer agency or private banking business domain.
- A degree within relevant field
- An understanding of IT project management is beneficial
- Demonstration of strong client management and stakeholder management
- Data driven person with strong reporting skills using data analytical and illustration tools
- An understanding of platform technology and incident management where ITIL is applied.

Why should you join us?
- Be part of a highly successful global business that is leading the delivery of financial services via cloud computing and partners with some of the world’s largest companies.
- Be part of the start-up team in KL with the ability to have direct input and involvement in the processes towards the expected fast growth.
- Convenient office location in the city for commuters.
- A competitive salary and excellent benefits, including full comprehensive Health insurance, Life insurance, volunteer leave, sick days, referral bonuses, and more.
- A hybrid 3+2 model combining working from the office and from home.
- We provide global career opportunities for our employees at any of our offices in the UK, Europe, Australia, New Zealand, China, North America and South Africa and more.

For more information please reach out to us via
- About FNZ_
- FNZ is committed to opening up wealth so that everyone, everywhere can invest in their future on their terms. We know the foundation to do that already exists in the wealth management industry, but complexity holds firms back._
- We created wealth’s growth platform to help. We provide a global, end-to-end wealth management platform that integrates modern technology with business and investment operations. All in a regulated financial institution._
- We partner with over 650 financial institutions and 12,000 wealth managers, with US$1.5 trillion in assets under administration (AUA)._
- Together with our customers, we help over 20 million people from all wealth segments to invest in their future._